004 Itil v3 service operation

ITIL Version 3 | |
|Service Operation |

|[pic] |

|The ITIL Core consists of five publications. Each provides the guidance necessary for an |
|integratedapproach, as required by the ISO/IEC 20000 standard specification: |
|Service Strategy |
|Service Design |
|Service Transition |
|Service Operation|
|Continual Service Improvement. |

|I N D I C E |

Foreword 12
OGC’s foreword 12
Chief Architect’s foreword 13
Preface 14Contact information 14
Acknowledgements 15
Chief Architect and authors 15
ITIL authoring team 15
Mentors 15
Further contributions 15
The ITIL Advisory Group 16
Reviewers 16
1 Introduction 17
1.1 Overview 18
1.2 Context 19
1.2.1 Service Management 19
1.2.2 Good practice in the public domain 19
1.2.3 ITIL and good practice in ServiceManagement 21
1.2.3.1 Service Strategy 22
1.2.3.2 Service Design 23
1.2.3.3 Service Transition 23
1.2.3.4 Service Operation 24
1.2.3.5 Continual Service Improvement 24
1.3 Purpose 26
1.4 Usage 26
1.5 Chapter overview 27
2 Service Management as a practice 28
2.1 What is Service Management? 28
2.2 What are services? 30
2.2.1 The valueproposition 30
2.3 Functions and processes across the lifecycle 31
2.3.1 Functions 31
2.3.2 Processes 31
2.3.3 Specialization and coordination across the lifecycle 32
2.4 Service Operation fundamentals 33
2.4.1 Purpose/goal/objective 33
2.4.2 Scope 33
2.4.3 Value to business 34
2.4.4 Optimizing Service Operation performance 35
2.4.5 Processeswithin Service Operation 35
2.4.5.1 Event Management 35
2.4.5.2 Incident and Problem Management 35
2.4.5.3 Request Fulfilment 36
2.4.5.4 Access Management 36
2.4.6 Functions within Service Operation 36
2.4.6.1 Service Desk 36
2.4.6.2 Technical Management 36
2.4.6.3 IT Operations Management 37
2.4.6.4 ApplicationManagement 37
2.4.6.5 Interfaces to other Service Management Lifecycle stages 37
3 Service Operation principles 39
3.1 Functions, groups, teams, departments and divisions 40
3.2 Achieving balance in Service Operation 42
3.2.1 Internal IT view versus external business view 42
3.2.2 Stability versus responsiveness 45
3.2.3 Quality of service versus cost of service 483.2.4 Reactive versus proactive 51
3.3 Providing service 56
3.4 Operation staff involvement in Service Design and Service Transition 57
3.5 Operational Health 58
3.6 Communication 60
3.6.1 Meetings 61
3.6.1.1 The Operations meeting 62
3.6.1.2 Department, group or team meetings 63
3.6.1.3 Customer meetings 63
3.7 Documentation 64
4 ServiceOperation processes 65
4.1 Event Management 67
4.1.1 Purpose/goal/objective 67
4.1.2 Scope 67
4.1.3 Value to business 68
4.1.4 Policies/principles/basic concepts 69
4.1.5 Process activities, methods and techniques 70
4.1.5.1 Event occurs 71
4.1.5.2 Event notification 71
4.1.5.3 Event detection 72
4.1.5.4 Event filtering 72...